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Ready to shape the experience of millions? Join our dynamic support team for one of the world’s largest and most influential social media platforms. If you are a fluent Italian speaker with a passion for tech, digital marketing, and problem-solving, this is your chance to launch an exciting international career in vibrant Lisbon!
Job Responsibility
End-to-End Resolution: Handle and resolve technical product troubleshooting and customer support for advertising products via email and chat channels
Collaborative Problem Solving: Partner with internal Product Operations & Engineering groups to solve complex technical, product, or generic advertiser queries
Continuous Improvement: Take an active role from day one in identifying initiatives to enhance service quality and improve the overall user experience
Customer Satisfaction (CSAT): Drive overall CSAT metrics, ensuring high-quality service throughout the customer journey and providing regular updates
Efficiency & SLA Adherence: Meet and exceed service level agreements (SLAs) across channels, achieving best-in-class productivity and optimal resolution times
Advertiser Education: Partner with internal technical specialists to educate advertisers on product features and how to avoid common issues
Requirements
Languages: Native or fluent Italian (C1 minimum) and professional fluency in English (B2 minimum)
Technical Expertise (Mandatory): Hands-on experience with Google Analytics, HTML/Web Development, Pixel Data, and APIs
Campaign Management (Mandatory): Proven experience in Paid Campaign Management
Education: Degree in Marketing, Communication, or a related field
Experience: * Background in Digital Marketing
Experience in a Contact Center or Service program for an Advertising Technology company
Strong customer service orientation with a problem-solving attitude
Deep familiarity with social media platforms and a solid understanding of digital advertising
Ability to work autonomously as well as collaborate effectively within a team